by Kristin Moyer | October 30, 2009 | 2 Comments
Steve Leigh from the insurance team here – I wanted to let everyone know that I along with two colleagues here at Gartner (Juergen Weiss and Stephen Forte), will be talking about social networking for insurance in our upcoming teleconference on November 6th. It seems to me that there remain considerable questions about what [...]
Category: Customer insurance social networking Tags: Business Case, insurance, social networking
by Kristin Moyer | October 26, 2009 | Comments Off
From Peter Redshaw. I’m just back from the hugely successful Gartner Symposium in Orlando, USA, so now I have only the one week to help make final preparations for its sister event in Cannes, France! Orlando provided lots of evidence that confidence in the IT industry is starting to grow again and the banking and [...]
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Category: Customer Executive Decisions operations payments Tags: banking and investment services, Cannes Symposium, financial services, podcast, videocast, workshops
by Kristin Moyer | October 15, 2009 | 1 Comment
Bank bashing continues. UK consumer group Which? has launched a campaign dubbed “Britain Needs Better Banks.” Which? says that three quarters of consumers they have surveyed think banks aren’t genuinely sorry for causing the financial crisis. Which? is inviting consumers to vote for theme songs for this campaign such as “Gold Digger,” “Take the Money [...]
Category: Customer Uncategorized Tags: communication, customer trust
by Kristin Moyer | September 16, 2009 | 2 Comments
We’ve had some client interactions with C-level banking executives and others lately that have shown that many banks are so focused on operations and products that they do not understand who their customers are or what their customers really want. While many other industries have become more buyer-centric (for example, travel, e-commerce), banking has not. [...]
Category: Customer Uncategorized Tags: customers as co-creators of innovation, innovation, lending
by Kristin Moyer | August 27, 2009 | 3 Comments
Rick DeLotto here… I was surprised this morning to find how few knew about the August 7, 2009, “REPORT TO THE PRESIDENT ON U.S. PREPARATIONS FOR 2009-H1N1 INFLUENZA” by the President’s Council of Advisors on Science and Technology. EVERYONE with responsilbity for business continuity should download and take a look at it. http://www.whitehouse.gov/assets/documents/PCAST_H1N1_Report.pdf [...]
Category: Customer Executive Decisions operations payments Tags: bcm, BCM DR, business continuity management, h1n1, influenza, Swine Flu
by Kristin Moyer | July 28, 2009 | Comments Off
Stessa Cohen and Rick De Lotto here. Forgive the allusion to Ani Difranco, but when If more than half of your customer base doesn’t trust you, make a bold move to gain confidence. Some recent figures from Ramussen Reports paint a bleak, and rapidly deteriorating, state of trust for banking in the US. Back in [...]
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Category: Customer Tags: customer communication, customer satisfaction, customer service
by Kristin Moyer | July 20, 2009 | 1 Comment
All too often, banks make products that are focused on a blanket of perceived customer needs. We have talked about the importance of segmentation in many different topic areas over the past couple of years, a few examples being: Prepaid Social media FSNs Architecture that can support segmentation A product announcement last week related to [...]
Category: Customer Uncategorized Tags: customer segmentation
by Kristin Moyer | June 23, 2009 | Comments Off
On 17 June 2009, in a report titled “A New Foundation: Rebuilding Financial Supervision and Regulation,” U.S. President Barack Obama called for “a sweeping overhaul of the financial regulatory system.” (see http://www.ustreas.gov/news/index1.html). Under the proposal, the federal government will assume a new role as a systemic risk regulator, with increased authority over a wide range [...]
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Category: Customer operations payments Tags: Add new tag, banking and investment services, financ, financial crisis, financial services restructuring, regulatory compliance
by Kristin Moyer | June 18, 2009 | 3 Comments
David Furlonger and Alistair Newton here – today we came across a new customer service offering that caught our attention and caused us to consider why it is always non-financial service providers that are leaders in customer service. Mark Hoplamazian, CEO of Hyatt Hotels, has just announced a change to the hotel chain’s Gold Passport [...]
Category: Customer Executive Decisions Tags: Add new tag, banking, cards, CRM, customer service, innovation, loyalty
by Kristin Moyer | June 16, 2009 | 2 Comments
Mary Knox here. I have been giving myself a crash course on the use (or potential use!) of mashups by banks in preparation for my involvement in this year’s SIBOS, which will include a mashup stream in the innovation track. I’ve started blogging about mashups in banking on the SWIFT community site. The growing interest [...]
Category: Customer Executive Decisions operations payments Tags: business benefits, community, financial social networks, mashups, SWIFT
